Estée Lauder Companies Consumer Care Manager
About Estée Lauder Companies
The Estée Lauder Companies is a global leader in prestige beauty, founded in 1946 by Estée and Joseph Lauder and built on an enduring belief in creativity, high-touch service, and entrepreneurial spirit. As an employer, the Group offers talent the scale of an international house with the energy of distinctive brands across skincare, makeup, fragrance, and hair care. Its culture values innovation, inclusion, learning, and responsible growth, inviting professionals to shape consumer experiences from laboratory to counter, digital platform to boardroom. Employees join a purpose-led organization where heritage, artistry, and scientific excellence meet to define the future of luxury beauty.
The Consumer Care Manager leads regional stakeholder partnerships and operational planning across Latin America, coordinating service performance, consumer insights, issue resolution, and continuous improvement with internal teams and partners. The role is full-time.
Role & Responsibilities
- Lead the Consumer Care interface with brands, channels, affiliates, and other stakeholders across Latin America, translating regional priorities and business needs into consistent operational requirements and plans.
- Strengthen the consumer experience, identify gaps in the consumer journey, and coordinate solutions with international divisions, service delivery teams, the Center of Excellence, and third-party partners.
- Serve as the primary Consumer Care point of contact for LATAM brands and channels, build stakeholder relationships, and represent Consumer Care in strategic forums.
- Gather requirements for brand and channel initiatives and translate them into operational plans in collaboration with Global Service Delivery, the Center of Excellence, and service delivery partners.
- Monitor service performance, identify risks or gaps, coordinate corrective actions, and support monthly brand reviews.
- Share Voice of the Consumer insights, drive continuous improvement, maintain up-to-date documentation, and ensure clear communication across teams.
Qualifications
- Bachelor's degree in Business Administration, Marketing, Communication, Production Engineering, International Relations, Economics, Business Management, or a related field.
- A postgraduate degree or MBA in Business Management, Customer Experience, Marketing, Strategy, or a related area is an asset.
- Solid experience in consumer experience, the customer journey, or related areas.
- Experience in stakeholder management and building relationships across various business areas.
- Ability to understand operational processes and translate them into structured actions and improvements.
- Commercial mindset and ability to assess operational and financial impacts.
- Experience in transformation, process improvement, operational governance, or experience management.
- Experience with regional or global operations.
- Experience managing relationships with outsourced service or support partners.
- Fluency in Portuguese and English.
- Experience in the beauty and cosmetics sectors is a plus but not mandatory; transferable skills from other sectors are also considered.
Skills
Experience
Solid experience in consumer experience, the customer journey, or related areas; experience in stakeholder management, transformation, process improvement, operational governance or experience management, regional or global operations, and managing relationships with outsourced service or support partners.
Education
Bachelor's degree in Business Administration, Marketing, Communication, Production Engineering, International Relations, Economics, Business Management, or a related field; a postgraduate degree or MBA in Business Management, Customer Experience, Marketing, Strategy, or a related area is an asset.
Workplace
The role is situated in São Paulo, São Paulo, Brazil.
Culture
The Estée Lauder Companies fosters a collaborative, inclusive workplace where creativity, entrepreneurial thinking, and a passion for prestige beauty are deeply valued. As a global house of distinctive brands, it offers employees an environment that encourages innovation, professional growth, and a shared commitment to excellence and consumer inspiration.
About Cerulean
Cerulean is the definitive career portal for the global luxury industry. We match exceptional professionals with exclusive opportunities at the world's most prestigious brands. From haute couture and fine watchmaking to prestige beauty, hospitality, and boutique retail, Cerulean centralises luxury employment to help you find the career for which you were destined.
Frequently Asked Questions
The luxury industry is characterised by a diverse and nuanced nomenclature. Esteemed houses frequently employ proprietary terminology, and even within a single organisation like Estée Lauder Companies, titles may vary across global markets to reflect local conventions. To ensure absolute clarity, Cerulean assigns a standardised, industry-coherent canonical title to every listing. However, it is worth noting that this role is functionally synonymous with «Customer Experience Manager», «Consumer Services Manager», «Customer Care Manager», «Client Experience Manager», and other variations. Our sophisticated search architecture anticipates these variations, ensuring that inquiries using related terms will seamlessly yield the exact roles you desire.